You can choose to disable any of your Email-related Integrations for specific Mailbox Connectors, so the Integration doesn't run for any emails coming in to that specific mailbox. This more flexible steup lets you implement new AI technology while safeguarding specific work activities which you want to keep running as-is.
When an Email-related Integration is activated in the Enate Marketplace, it is automatically applied to all email connectors. However, in certain scenarios, users may only want certain Email integrations to apply to certain email connectors. To disable integrations for a specific connector users should go to the Connectors page in the Email section of Builder. There they will see a new column titled 'Integrations', which will show the total number of Integrations available, and the number of those which are switched on for that Connector, e.g. '3/4' will mean that 3 of the 4 email integrations are running.
Users must have the edit Email Connectors feature access granted in their User Role to be able to edit integrations for connectors.
To disable / re-enable integrations for a specific connector simply click on the relevant link in the 'Integrations' column box for the desired connector. This will bring up the 'Edit a Connector' pop-up, showing all activated Email integrations for that connector.
Toggle the settings on / off as desired to enable / disable an Integration. Please note the following:
Whenever a new email connector is created, ALL integrations that are active in Marketplace will automatically be activated for the new connector.
Whenever an Integration is enabled in Marketplace for a certain Email Integration pattern, e.g. 'Sentiment Analysis', it will be switched on for ALL Connectors. If an EmailAI pattern gets switched off in Marketplace and subsequently turned back on, it will be active in all connectors once again.
Email Integrations cannot be turned on for email connectors that are just for outgoing emails, since currently these integrations are only relevant for incoming emails. For these connector an 'NA' will be displayed in the 'Integrations' column.
Our email classification pattern, available in Marketplace in Builder enables the automatic classification and categorization of Tickets, without agents having to do this manually so that by the time an agent picks a Ticket it up, it's already where it needs to be.
Check out this video to find out more:
When EnateAI Email Classification is active it will read the subject line and contents of incoming emails and then categorize them correctly to start a new Ticket.
In the settings card of the Ticket, you will be able to see which category the AI has selected for the Ticket as well as the confidence level of the AI.
If the AI's confidence falls below the threshold level, then highlight this to the service agent and ask them to either edit the category or accept it.
Even if the AI is 100% sure, the service agent will always have the ability to edit the category if they wish.
EnateAI requires zero configuration by Builder users and they can activate EnateAI Email Classification via the Enate Marketplace using just one click. Activating EnateAI Email Classification will enable it for all mailboxes.
Builder users can dis-able Email Classification on a mailbox-by-mailbox basis.
Builder users can change the confidence threshold via the integrations section of the settings page of Builder.
Third party providers of document classification integrations can be found here.
Our 'Email Data Extraction' pattern, available in Marketplace in Builder auto-populates important information from emails into custom cards in your Tickets and Cases, saving agents from having to do this manually.
Check out this video to find out more:
When EnateAI Email Data Extraction is active it will read the contents incoming emails, analyze it, compare it to the data fields in the custom card and then auto-populate the custom card with the relevant data.
EnateAI requires zero configuration by Builder users and they can activate EnateAI 'Thank You' Email Evaluation via the Enate Marketplace using just one click. Activating EnateAI 'Thank You' Email Evaluation will enable it for all mailboxes.
Builder users can dis-able Email Data Extraction on a mailbox-by-mailbox basis.
Third party providers of document classification integrations can be found here.
EnateAI offers a number of different AI integrations to support how you can more easily deal with incoming emails, turning unstructured data into structured data, fast and adding extra insights into the information you can get from your mails.
The configuration of the EnateAI adapters is super simple and is just a click of a button to enable.
We have also added a number of OpenAI adapters that allow you to talk to the OpenAI API (which is open to everyone) directly via your own OpenAI account and API keys. You can also monitor usage of API requests sent via this API in the open AI interface.
And if you'd rather run these patterns via your own Azure platform, our new AzureAI adapters allow you to use your own Azure instance of OpenAI which you can manage and control, providing you with a great deal of control and detail of the information going through the API.
EnateAI for Email contains the following integrations:
Email Classification - analyzes incoming emails which result in the creation of a new Ticket and automatically classifies and categorizes the Ticket, saving agents having to do this manually.
Email Data Extraction - auto-populates important information from incoming emails which are creating new work items into data fields in the custom cards of your Tickets and Cases, saving agents from having to do this manually.
Thank You Email Evaluation - automatically detects whether incoming emails to a Resolved work item are just simple 'thank you emails', and if so then have them automatically moved back to a state of 'resolved' without agent users having to manually perform such repetitive checks.
Sentiment Analysis - analyzes the content of every incoming email, determines their sentiment - e.g. if they're positive or negative and displays this information to your users to they can determine the sentiment of an email at a glance.
You've also got the flexibility to control which of these Integrations run on which Mailboxes - keeping all your options open as to where you want AI to support your agents.
Our sentiment analysis pattern, available in in Builder enables the analysis of the content of incoming emails and determine if, for example, they are positive or negative. This assessment can be passed back into Enate Work Manager so that Agents can tell at a glance what the tone of the mail is as headline information as they start to deal with it.
Check out this video to find out more:
When EnateAI Sentiment Analysis is active it will read incoming emails and highlight their sentiment using a traffic light system.
If you hover over a sentiment marker on an email the confidence score of the AI will be displayed.
EnateAI requires zero configuration by Builder users and they can activate EnateAI Sentiment Analysis via the Enate Marketplace using just one click. Activating EnateAI Sentiment Analysis will enable it for all mailboxes.
Builder users can dis-able Sentiment Analysis on a mailbox-by-mailbox basis.
Please note that there is a known issue with Microsoft 365 Graph API for Outlook, which affects its ability to identify out of office emails, which are normally ignored for Sentiment Analysis.
Our 'Thank You Email Evaluation' pattern, available in in Builder automatically detects whether incoming emails to a resolved work are just simple 'thank you emails', and if so then have them automatically moved back to a state of 'resolved' without agent users having to manually perform such repetitive checks. Importantly, the 'Resolved' date of the work item remains as-is, i.e. it is unchanged when EnateAI automatically re-resolves the work item.
Check out this video to find out more:
In Work Manager, when the AI closes a work item that has been re-opened by a thank you email, the status of the work item will be moved to resolved and a reason of 'updated by integration' will be provided to let the service agent know that the AI carried out this action.
EnateAI requires zero configuration by Builder users and they can activate EnateAI 'Thank You' Email Evaluation via the Enate Marketplace using just one click. Activating EnateAI 'Thank You' Email Evaluation will enable it for all mailboxes.
Builder users can dis-able 'Thank You' Email Evaluation on a mailbox-by-mailbox basis.
Builder users can change the confidence threshold via the integrations section of the settings page of Builder.
Third party providers of document classification integrations can be found .
Third party providers of document classification integrations can be found .
